Account Manager

MetLife; San Francisco (CA); On-site; USD 90,000 - 101,000; Full time

Benefits offered by this job

Life insurance

401(k) with employer matching

Disability insurance

Stock-based incentives

Job summary

MetLife in San Francisco, CA, seeks an Account Manager to serve as the single point of contact for Brokers and clients, delivering service, renewal, and growth initiatives. You will collaborate with Account Executives, Client Service Consultants, and Underwriting to ensure satisfaction and retention.

The role emphasizes cross-functional coordination, data-driven renewal decisions, and proactive relationship management across specified market segments.

Qualifications

• 3+ years’ related experience in account management or customer service in a fast paced, complex environment.
• Proactive customer focused mindset with strong focus on customer satisfaction and obtaining results.
• Ability to analyze data to influence renewal decisions and proficient in navigating multiple systems including Microsoft suite.
• Excellent presentation, oral and written communication, critical-thinking, and problem-solving skills to deliver client-focused solutions with attention to detail.
• High School Diploma or equivalent.
• Must obtain Life and Accident & Health state licenses within the first 3 months of employment.

Responsibilities

• Manage and grow an assigned book of business (2–5K lives) as the single point of accountability for broker and client service delivery, issue resolution, escalations, compliance, BOR changes, and overall customer satisfaction.
• Build and maintain strong broker and client relationships through consultative engagement, in-person and virtual meetings, stewardship, renewals, finalist presentations, and implementation support with Account Executives, Client Service Consultants, and Underwriting.
• Coordinate cross-functional delivery by leading regular internal partner calls, ensuring service commitments are met, and aligning stakeholders to support renewals and client needs.
• Drive growth and retention by identifying cross-sell, re-enrollment, and plan change opportunities; executing targeted marketing and education campaigns; staying informed of customer business changes.
• Track, analyze, and present performance insights by monitoring service results, developing recommendations for improvement, presenting outcomes at broker stewardship meetings, and maintaining account documentation in Salesforce.

Skills

Customer focus

Relationship building

Data analysis

Presentation skills

Communication skills

Critical thinking

Problem solving

Education

High School Diploma or equivalent

Bachelor’s degree

Tools

Salesforce

Microsoft Office

Job description

Join the nation’s largest non-medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of MetLife’s Group Benefits team, you’ll deliver innovative benefits solutions - life, disability, dental, vision, and voluntary benefits - tailored to today’s employers and workforces. Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences. Join us and be part of an organization committed to supporting customers when they need us most.

The Opportunity

Account Managers are a key role in the Regional Business service delivery model. The role is a single point of contact for Brokers and provides key support functions across our different Regional Market customer segments, as well as support our sales partners with internal and external pre- and post-sale activities associated with the acquisition of new business and maintaining existing customer relationships.

Key Responsibilities

• Manage and grow an assigned book of business (2–5K lives) by serving as the single point of accountability for broker and client service delivery, issue resolution, escalations, compliance, BOR changes, and overall customer satisfaction.
• Build and maintain strong broker and client relationships through consultative engagement, in‑person and virtual meetings, stewardship, renewals, finalist presentations, and implementation support in partnership with Account Executives, Client Service Consultants, and Underwriting.
• Coordinate cross‑functional delivery and execution by leading regular internal partner calls, ensuring service commitments are met, and aligning stakeholders to support renewals, profitability, persistency, and client needs.
• Drive growth and retention initiatives by identifying cross‑sell, re‑enrollment, and plan change opportunities; executing targeted marketing and education campaigns; and staying informed of customer business changes (e.g., acquisitions, layoffs, budget impacts).
• Track, analyze, and present performance insights by monitoring service results, developing recommendations for improvement, presenting outcomes at broker stewardship meetings, and maintaining accurate account documentation and plans in Salesforce.

Required Qualifications

• 3+ years’ related experience, such as account management or customer service working in a fast paced, complex environment managing both internal and external stakeholders.
• Proactive customer focused mindset with strong focus on customer satisfaction and obtaining results with proven ability in building relationships both internally and externally with people at all levels of the organization.
• Ability to analyze data to influence and execute on renewal decisions and proficient computer navigation skills and ability to work in multiple systems simultaneously (Microsoft suite, different company platforms).
• Excellent presentation, oral and written communication, critical-thinking, and problem-solving skills to deliver client-focused solutions along with attention to detail and a strong commitment to meeting metrics.
• High School Diploma or equivalent.
• Must obtain required Life and Accident & Health State Licenses within the first 3 months of employment.

Preferred Qualifications

• Bachelor’s degree in related field
• Proficient experience using Salesforce
• 5+ years related account management or customer service experience in the insurance industry
• Strong understanding of industry marketplace and legal developments
• Strong focus on customer satisfaction and obtaining results

The expected salary range for this position is $90,000 - $101,000. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.

Benefits We Offer

Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more!

About MetLife

Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!

MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law. If you need an accommodation due to a disability, please email us at [e-mail]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug-free workplace.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.